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Technical Support Specialist - Construction Pacific/Midwest
Job in
Washington, District of Columbia, 20022, USA
Listed on 2026-09-26
Listing for:
rebar
Full Time
position Listed on 2026-09-26
Job specializations:
-
IT/Tech
IT Support, Technical Support
Job Description & How to Apply Below
Role overview
Frontline Technical Support Specialist for an AI-native software platform serving commercial HVAC, electrical, and plumbing suppliers and subcontractors. The role is the first point of contact for new and existing clients, owning issues end-to-end from initial response through resolution. It is well suited to someone with construction or mechanical contracting experience who enjoys troubleshooting web-based products in a fast-moving startup environment.
Responsibilities- Respond to inbound client questions across live messaging, ticketing systems, and screen-share or video calls with speed and clarity.
- Take ownership of issues from first response through resolution, consistently meeting SLAs around response time, resolution time, and CSAT.
- Diagnose and replicate bugs, then partner with Engineering to drive fast, durable fixes.
- Surface recurring issues, patterns, and product gaps to inform the product roadmap.
- Help build and refine support workflows, SLAs, and tooling as the function scales.
- Guide customers on best practices to drive product adoption, and create internal and client-facing documentation, tutorials, and FAQs.
- 2+ years of experience in construction, construction-tech, or HVAC/mechanical contracting.
- Strong troubleshooting skills across modern web-based software products.
- Ability to explain technical concepts clearly to both technical and non-technical users.
- Highly organized and responsive, comfortable managing competing priorities in a fast-paced environment.
- Comfortable working remotely while collaborating closely with a distributed team.
- Experience at an early-stage startup.
- Background in B2B technical support or another customer-facing technical role.
- Familiarity with support tools such as Zendesk, Intercom, Hub Spot, Jira, or Linear.
- Exposure to APIs, integrations, or debugging tools.
- Experience creating support documentation and training materials.
- Competitive salary plus meaningful equity grant.
- Medical, dental, and vision benefits.
- Full-time remote role; candidates must be based in the Pacific, Mountain, Midwest, or Central U.S. time zones.
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